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Exchange Anywhere — Operational Experience

End-to-end human journey for Exchange Anywhere.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys

Journey Actor Touchpoint Channel Tasks Type
Exchange Anywhere — Store Associate Journey Store Associate pos-terminal in-store 5 Happy path

End-to-End Sequence

Happy-path flow across all actors.

sequenceDiagram
    participant store_associate as Store Associate

    store_associate->>SYS: Search Exchange Order
    SYS-->>store_associate: ExchangeOrderLocated
    store_associate->>SYS: Verify Exchange Eligibility
    SYS-->>store_associate: ExchangeEligibilityVerified
    store_associate->>SYS: Select Exchange Item
    SYS-->>store_associate: ExchangeItemSelected
    store_associate->>SYS: Process Exchange Transaction
    SYS-->>store_associate: ExchangeProcessed
    store_associate->>SYS: Capture Exchange Payment Difference
    SYS-->>store_associate: ExchangeBalanceSettled

Exchange Anywhere — Store Associate Journey

In-store exchange flow for validating an exchange request, selecting replacement items, and settling any price difference.
Actor Store Associate
Touchpoint pos-terminal
Channel in-store
Precondition —
Postcondition —

🔍 Step 1 — Search Exchange Order

Store associate looks up the original order and exchange request using the receipt, order number, or customer details.

Direction Business Objects
Input order, customer
Output order, exchange

Capabilities: order-management exchange-management

Events: ExchangeOrderLocated

Interactions:

# Interaction Type Input Output Event
1 Search Original Order 🔎 search order order —
2 Select Order for Exchange ✅ confirm order order ExchangeOrderLocated

✅ Step 2 — Verify Exchange Eligibility

Store associate verifies that the requested exchange is within the policy window and that the original item is eligible for exchange.

Direction Business Objects
Input order, exchange
Output exchange

Capabilities: exchange-management order-management

Events: ExchangeEligibilityVerified

Interactions:

# Interaction Type Input Output Event
1 Review Exchange Policy ✅ verify order exchange —
2 Confirm Exchange Eligibility ✅ confirm order exchange ExchangeEligibilityVerified

📥 Step 3 — Select Exchange Item

Store associate selects the replacement item, size, or colour and the system checks stock availability for the new choice.

Direction Business Objects
Input exchange, product, catalogue
Output exchange, basket

Capabilities: exchange-management inventory-visibility

Events: ExchangeItemSelected

Interactions:

# Interaction Type Input Output Event
1 Search Replacement Item 🟦 input exchange exchange —
2 Confirm Replacement Selection ✅ confirm exchange exchange ExchangeItemSelected

⚙️ Step 4 — Process Exchange Transaction

Store associate processes the exchange as a combined return and resale transaction so inventory and order records stay aligned.

Direction Business Objects
Input exchange, basket
Output order, exchange

Capabilities: exchange-management order-management inventory-reservation

Events: ExchangeProcessed

Interactions:

# Interaction Type Input Output Event
1 Review Exchange Summary 👁️ review exchange order —
2 Complete Exchange Transaction ⚙️ execute exchange order ExchangeProcessed

⚙️ Step 5 — Capture Exchange Payment Difference

Store associate collects or refunds any price difference between the original item and the replacement item.

Direction Business Objects
Input exchange, payment
Output payment, order

Capabilities: payment-processing exchange-management

Events: ExchangeBalanceSettled

Interactions:

# Interaction Type Input Output Event
1 Review Balance Difference 👁️ review exchange payment —
2 Settle Exchange Balance ⚙️ execute exchange payment ExchangeBalanceSettled

EXP-EXCHANGEANYWHERE — Exchange Anywhere Operational Experience — UC-BoK v0.9-alpha